PayPal Change Enablement & Incident Management Lead 

France, Auvergne-Rhône-Alpes 

152617592

Essential Responsibilities:

• Scope: The project & program responsibilities are focused on internal information system-specific project tasks or non-technical project completion using an internal customer perspective, both typically from initiation through delivery.
• Organize daily activities based on organizational goals.
• Develop and implement new programs that support objectives.
• Monitor projects and oversee project managers.
• Evaluate program strengths and weaknesses.
• Develop program budgets and plans.
• Meet with stakeholders to discuss program status and goals.
• Improve strategies with the marketing team.

Expected Qualifications:

• 5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

Your Day-to-Day

• Lead end-to-end change programs within Service Experience, from inception through delivery, ensuring alignment with SE and PayPal’s strategic goals.

• Apply structured program and change frameworks to ensure clear clarity, prioritization, resourcing, and execution discipline.

• Evaluate and challenge proposals, balancing customer experience, risk management, cost-effectiveness, and compliance requirements.

• Develop and monitor key performance indicators (KPIs) and post-launch impact assessments to ensure sustained value delivery.

• Ensure program decisions consistently uphold SE’s commitment to regulatory compliance, service excellence, and strategic objectives.

• Orchestrate cross-functional communications, delivering clear, concise updates to SE leadership and operational teams during and after incidents.

• Lead status and coordination meetings, ensuring incident resolution progress and roadblocks are understood and addressed.

• Drive root cause analysis, post-incident reviews, and support ongoing enhancements to incident governance and process resilience.

• Act as the single point of coordination between Service Experience and cross-functional teams (Product, Content, Compliance, Legal, Operations).

• Build strong, trust-based relationships with leaders and decision-makers across SE and the wider organization.

• Drive accountability by defining ownership, deliverables, and timelines across multiple teams and geographies.

• Produce executive-ready updates, dashboards, and reports for leadership, highlighting program health, risks, and opportunities.

What you need to succeed

• At least 8–10 years ’ experience in program management , customer operations, consulting, or transformation roles; financial services or regulated industry preferred.​

• Proven analytical skills , ability to interrogate data, challenge assumptions, and drive strategic decision-making.

• Demonstrated incident management and operational risk mitigation experience in a large-scale, multi-region organization is advantageous.

What you need to exceed

• Impact-oriented mindset: thrive amid ambiguity and changing priorities, focusing on results.

• Exceptional executive communication: translating complex issues into concise insights and actionable recommendations.​

• Matrix leadership: influence and drive change without direct authority across cross-functional teams.​

• Self-directed ownership: maintain accountability and initiative for key outcomes with minimal oversight.

• Resilient under pressure: deliver quality outcomes for customers and teammates in high-stress, time-sensitive situations.

• Flexibility for occasional off-hours and weekend support.

• Commercial acuity: apply business insights to validate, challenge, and inform decisions.​

• Strong stakeholder management: develop trust-based partnerships and drive enterprise-wide impact.

Get bonus point with

• Merchant Enterprise Sales or Servicing experience desirable but not essential.

• Bachelor’s degree / advanced degree preferred, or equivalent professional experience.

Our Benefits:

Any general requests for consideration of your skills, please